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Customer Experience & Operations Assistant

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Koala

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Customer Service

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Salary:

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Job Description:

Being a key part of Koala’s sustainability focus, the role at Second Home is diverse with no two days being the same! We strive to find a second home for all returned products, working hard to prepare products for its next stage of life via our retail operation at a fraction of the price, through donation to one of our many cherished charity partners or through recycling with one of our partners.

Job Responsibility:

  • Own the Floor & the Screen: Seamlessly navigate customer needs across both physical and digital platforms
  • Drive Results: Use your natural selling ability to turn casual inquiries into loyal customers
  • Exceed Expectations: Go beyond standard service to "knock the socks off" every person you interact with
  • Safety first- Maintain standards of health and safety, hygiene, housekeeping and security within the Warehouse and Office spaces
  • Working with inbound/ return products. Continually focus on improving return product processes that allow for new and improved ways to operate
  • Recovering returned products to their best possible state: This will include replacing covers, repackaging, cleaning of product, disassembling products and then reassembling with spare/new parts and identifying ways to fix broken products. The goal is to do whatever we can to increase the lifespan of the product for its next home
  • Champion the sustainability direction for the Koala Second Home ensuring we do whatever is possible to limit any negative effect on the planet. Work towards making sustainability a natural part of our everyday work
  • Be comfortable working within groups and presenting ideas and feedback to continuously improve the operational processes and customer experience
  • Be comfortable working with other departments within the business to take a collaborative approach to deliver outcomes
  • Ability to work 3 weekends per month (Replacement time off for this will be before, after or both sides of the weekend)
  • Be comfortable supporting other areas of the business as needed e.g Jumping in lending a hand on a delivery run

Requirements:

  • Prior experience in a retail or customer facing environment with a demonstrated ability to deliver a high level of customer service
  • Proficient in use of computers and other devices
  • Prior experience in warehousing or furniture assembly
  • Proven ability to implement process improvement initiatives through innovative suggestions
  • Demonstrated ability to work with minimal supervision and collaboratively within and across teams
  • Current drivers licence
What we offer:
  • Generous time off - volunteer, parental, Koala life leave and more to help keep your work-life balance, balanced
  • Free Koala products with ‘mates rates’ for your friends and fam
  • Access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support
  • Learning Management platform, as well as individual and team growth budgets and dedicated days
  • BCorp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1%

Additional Information:

Job Posted:
March 21, 2026

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